Outstanding Customer Experience for Insurance Companies – Part 2

Mobile App Adoption has its own benefits for insurance companies:
1. Customer communication is shifting to mobile from desktops. Insurers are left with no other option but to apply mobile communication strategies to their marketing mix.
2. Making an insurance policy accessible anytime, anywhere, keeps customers up-to-date with their coverage – including actions they’ve taken or should take in the future. Efficient claims management is enabled with automated claim submission and claim tracking through mobile devices. Recommended: Creating campaigns to motivate app download for enhanced user-experience and customer engagement.

Customer Satisfaction and NPS - for brand credibility and customer loyalty.  Recommended: Create a powerful and personal communication strategy using multiple digital channels to reach out and connect with your customers at every touch point. Visual storytelling using personalized video is the perfect archetype. It combines and leverages brand culture and affinity, education, customer engagement, loyalty and sales all into one.

Positive Customer Experience Reaps Rewards
It’s evident that customer experience requires a serious makeover in the insurance market. The first step to this communication transformation is going digital and creating a standout online presence. Capgemini’s research supports this digital move and the benefit of investing in customer experience. It shows that customer-centric insurance companies with a digital presence were 26% more profitable. This positive impact on customer experience is crucial in every aspect. Specifically, in promoting brand trust and credibility – as customers who have a positive experience are twice as likely to refer their insurer to friend or family and purchase additional products.

 

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